Balgowan Nursing Home

Staff knew people and their needs well and received the training they needed to meet people's needs safely and effectively. The training matrix tracked staff training and this had ensured all staff received the training and updates needed to provide safe consistent care. The staff rotas confirmed that staff deployment was consistent and that staff skills were considered when planning the rotas. A first aider and fire officer was deployed on each shift. A plan of supervision to support staff was available and this also included competency sessions on training received. One staff member said, "We have regular supervision, handovers and staff meetings. We can go to the manager anytime we need to." People's nutritional and health needs were consistently met with involvement from a variety of health and social care professionals. Peoples' weight was monitored and fortified food provided when necessary. People enjoyed the food and comments included, "Good choice and usually tasty," and "We get a good variety and plenty of fresh fruit and vegetables." Visitors felt the chef was "Good" and the food always 'nutritional' and 'looked nice'.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Everyone we spoke to was consistent in their views that staff were very kind, caring and supportive. People were relaxed, comfortable and happy in the company of staff and we saw positive staff interactions during the inspection. Visitors told us, "Good staff, always friendly and welcoming," and "I can't praise the staff

enough for their good humour and kindness." People's independence was considered important by all staff and their privacy and dignity was also promoted.

Activities reflected people's preferences and interests. People were encouraged to go out and meet family and friends and families were welcomed in to the home. Trips out were arranged to places of interest and to the local theatre.

Staff were committed to delivering care in a person-centred way based on people's preferences and wishes. People were involved in their care planning as much as they could be and families told us that they were involved in the well-being of their loved ones. One visitor said, "The nursing staff keep me updated with any health issues with regard to my relative and are very quick to contact the GP and practice nurse with any concerns with my relative's health as well as other health professionals."

People were encouraged and supported to be involved in the running of the home and there was an ambassador who was very involved in the running of the home. For example, the ambassador led the resident's meetings and met and greeted new people to help them settle in to the home.

People, their relatives and health care professionals had the opportunity to share their views about the service. Complaints made by people or their relatives were taken seriously and thoroughly investigated. The provider and registered manager were committed to continuously improve. They had developed structures and plans to develop and consistently drive improvement within the service and maintain their care delivery to a good standard.